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Show Notes

/Show Notes

June 2019

375: Leena Rinne, A Fellow Code Cracker

About Leena Rinne Leena Rinne is FranklinCovey’s vice president of consulting. She has been with FranklinCovey for over 13 years and has worked with hundreds of organizations to develop great leaders and create organizational greatness. [...]

374: What’s More Personal: Twitter or a Phone Call?

In this interesting episode, Adam and Jeannie share their differing opinions on whether phone conversations or chat platforms such as Twitter provide the best customer service. On one side it is considered that Twitter conversations [...]

373: Barry Kirk, A Framework for Customer Loyalty

About Barry Kirk Barry is a 15-year marketing consultant specializing in customer loyalty and retention. He is the creator of the The Multi-Loyalty Framework for human engagement and a frequent speaker on the idea that [...]

372: Are Experience Rewards the New Loyalty Programs?

Loyalty programs could be changing and shifting to experience based rewards. As an example, Reebok, recently purchased by Adidas, is trying a loyalty program called Unlock. This is a point system, partnering with fitness organizations [...]

May 2019

371: Louis Carter, Emotional Connectedness

About Louis Carter Louis Carter, CEO and president of Best Practice Institute, a benchmark research consortium association and management consulting firm that helps organizations and C-Suite Senior executives achieve their market strategy through talent and [...]

370: How Delta Airlines Encourages Direct Employee Appreciation

Adam and Jeannie share experiences of their service from Delta Airlines, in which they received cards that give customers the opportunity to recognize an employee for a great job. This is a great way for [...]

369: Jeff Gothelf, Thinking About Design

About Jeff Gothelf Jeff Gothelf is the Principal of gothelf.co He helps organizations build better products, and executives build the cultures that build better products. Jeff is the co-author of the award-winning book, Lean UX [...]

368: When Customer Service Is a Scam

Adam and Jeannie share how scammers are using "customer service" to collect information for fraudulent activity. Customers of brands who have a good track record of customer service could be ultra vulnerable because customers could [...]

April 2019

367: Lee Smith, Putting Fuel Behind Your Sales

About Lee Smith Lee Smith is the CEO and founder of SalesFuel, a Columbus, Ohio based firm that was named one of the top 15 sales enablement vendors in 2019 by Selling Power. Through its [...]

366: Can People Connect to Avatars?

In this episode, Jeannie and Adam discuss how when we need a connection, we create that connection, even with a car! These kinds of connections that people create are becoming more and more prevalent with [...]

365: Lisa Ryan, Having An Attitude For Gratitude

About Lisa Ryan Today we focus on gratitude with special guest, Award Winning Speaker, Author, and Chief Appreciation Strategist of Grategy, LLC, Lisa Ryan. Lisa explains how gratitude builds on the basic foundation of human [...]

364: Culture Lessons From The Podcast

It's pretty accepted that employee experience and culture reflect the customer experience and vice versa. But how do the best organizations actually put this into action? In this episode, Jeannie recaps some of the stories [...]

363: Technology Lessons from the Podcast

On this episode of Crack The Customer Code, we're going to try something a little bit different and recap a little bit of what we've learned from our previous episodes. In particular, Adam references two [...]

March 2019

362: Bourbon Summit #2

One of the comments that Adam and Jeannie receive the most about the podcast is that people like the banter, the personal stories and the fun! We thought the customer experience and customer service wisdom [...]

361: Ryan Minton, Thanks For Coming In Today

About Ryan Minton Ryan Minton is a customer service and employee experience expert, keynote speaker, author and the president of CRM hospitality and consulting. He has represented high profile brands such as Hilton Hotels Worldwide, [...]

360: The Airport Customer Experience

Who owns what in an experience like travelling? The flying experience, TSA, the lines, the transportation within the terminal, the parking, etc? Adam and Jeannie talk about the forward-thinking Dallas Fort Worth airport, who actually [...]

359: Steve Woodruff, What Makes You Distinct?

About Steve Woodruff Steve Woodruff is known as the king of clarity in a world full of noise and distraction. Steve helps businesses craft a message so clear that they can be heard, remembered and [...]

February 2019

358: Customer Service Blueprinting: Jeannie’s New Course

Jeannie and Adam discuss how to use Customer Service Blueprinting to optimize all the working parts of your overall customer experience, and how Jeannie can train you on this amazing skill today! Fine-tune your customer [...]

357: Thomas Hollmann, Customer Experience Education

Jeannie and Adam welcome Dr. Thomas Hollmann to tackle the customer experience education gap between academia and real-world business. About Dr. Hollmann Dr. Thomas Hollmann is a Clinical Associate Professor of Marketing and the Executive Director [...]

356: Will Chatbots Be Everywhere?

Adam and Jeannie discuss the rapid evolution of chatbots across industries and how to make the best decisions around existing and emerging chatbot technology. Chatbots are the new black Chatbots are taking the world by [...]

355: Lisa Ford, Customer Service Excellence

Adam and Jeannie welcome customer service video training pioneer Lisa Ford to discuss her time-tested approach to achieving customer service excellence. About Lisa Ford Lisa Ford is known for her work on customer issues. Her ideas [...]

January 2019

354: Are you neglecting key moments in the customer journey?

Jeannie Walters CCXP explains how to find and leverage key moments we often overlook, but have a great emotional impact on how customers perceive and remember the customer journey. Are you aware of the key [...]

353: Scott McKain, Make Your Organization Iconic

In this powerful interview, bestselling author Scott McKain shares the secrets behind brands and leaders who go beyond differentiation to become iconic. […]

352: Keeping Knowledge When Superstars Leave

Adam and Jeannie discuss how to prevent valuable knowledge from leaving your company along with superstar employees who are ready to move on. Knowledge is power. Stop losing it! Employee turnover is at an all-time [...]